Litigation Support Business Process
Resume:
NAKIA A. FRAZIER
********@*****.***
Waldorf, MD
PROFILE
Dedicated and seasoned Senior Paralegal with over a decade of proven expertise in Landlord and Tenant law. Demonstrated success in efficiently managing multifaceted legal tasks within high-volume litigation practices. Proficient in drafting a wide array of court pleadings, affidavits, and notices with meticulous attention to detail and compliance.
EXPERIENCE
BUSINESS PROCESS SPECIALIST
INTEPROS FEDERAL (REMOTE) 03/24 – Present
Supports day-to-day logistical management of 100+ client sites.
Leads Litigation Support’s ScanWriter Centralized Processing requests.
Assists in project management tasks and training development.
Facilitates support for OIT’s Consumer Web Project.
Environment/Tools: Power BI, Microsoft Office, ScanWriter, Agile Methodologies
LITIGATION SUPPORT SPECIALIST
OFFIT KURMAN BETHESDA MD 2022 to Present
Drafted lawsuits, affidavits, praecipes, writs, and assorted court pleadings with meticulous attention to detail and accuracy, ensuring compliance with legal standards.
Managed paralegal tasks within a high-volume litigation practice efficiently, optimizing workflow and maintaining quality standards under time constraints.
Proficiently handled emails and client requests across diverse courts and jurisdictions, ensuring timely responses and adherence to procedural requirements.
Facilitated effective communication between court clerk offices, clients, and attorneys via phone and email, ensuring seamless coordination and resolution of inquiries or issues.
Conducted comprehensive legal research, including identifying appropriate legal parties for lawsuits and tracking case statuses with courts, providing vital support to legal proceedings.
Orchestrated case scheduling and managed attorney calendars, optimizing time management and ensuring deadlines were met consistently.
Cultivated and maintained relationships with a diverse portfolio of 200+ rental property clients, fostering trust and ensuring personalized legal support.
Developed and managed comprehensive spreadsheets to organize client information, ensuring accurate and accessible records for streamlined client communication and case management.
Devised failure-to-pay-rent and breach-of-lease notices for clients, demonstrating a proactive approach to legal compliance and resolving tenancy issues promptly.
Drafted and delivered client-specific legal documents, leveraging keen attention to detail and legal expertise to address individual client needs and maintain legal compliance.
Collaborated closely with clients, addressing inquiries and providing counsel on Landlord and Tenant legal matters, fostering enduring client satisfaction and retention.
Acted as a pivotal liaison between clients and legal teams, facilitating effective communication and ensuring clients were well-informed throughout legal proceedings.
DEPUTY CLERK II
DISTRICT OF COLUMBIA COURTS SUPERIOR COURT WASHINGTON DC 2020 -2022
•Reviewed, edited, and processed over 1000 documents and orders pertinent to Landlord and Tennant court cases for Judges and attorneys.
•Assisted in over 100 calls daily from inquiring customers who had questions pertaining to pending court cases and needed information about the overall knowledge of Landlord and Tenants rights.
•Provided and received information from citizens, police officers and witnesses as necessary for clarifying facts and preparing reports for attorneys for upcoming court cases.
•Utilized Odyssey effectively to update dockets and retrieve data.
CUSTOMER SUPPORT SUPERVISOR
FRONTPOINT SECURITY VIENNA, VA 2018 -2020
•Oversee the functions and operations of a team of 30 client retention and customer relationship management associates for one of the nation’s top ten DIY security solutions companies generating $72 million in annual revenue.
•Guide customers through DIY security system installations, leading to a consistent callback rate of 2.5% and a promotion to floor supervisor within 16 months of hire. Conduct periodical quality-assurance audits for associate teams, complete with recommendations for coaching, training, and other corrective actions, resulting in an overall increase in performance quality of 5% in two months.
•Train and coach groups of up to 70 in-person to deliver a high standard of customer service.
•Catalyze 90%+ in customer service scores by establishing relationships, policies, process improvements, and methodologies that boost customer relations at each checkpoint.
•Revamped the quality assurance auditing process with the re-introduction of a newly formulated feedback checklist, enabling supervisors to provide more specific directives regarding areas of improvement, increasing employee engagement, and providing a more well-informed evaluation process.
•Serve as the key liaison between the customer's needs and technical support for security in the modern smart home, identifying root problem causes and long-term fixes to guarantee increased organizational performance resulting in positive customer outcomes.
•Maintained a good attendance record and a 90% rating on QA reviews for a year as a CSS and was ranked 5th out of 60-floor agents.
•Manage staff scheduling and supervise direct reports averaging up to 30-40 employees, coaching, reviewing, and giving feedback on metrics to guarantee efficient execution of duties.
•Establish and improve home security by performing system configuration & verification, account activation, and customer orientation, integrating video cameras with their home broadband network resulting in a more significant organization and tracking.
•Coordinated the cross-departmental project and participated in the creation of the new customer-facing knowledge base resulting in improved service delivery and positive client outcomes.
•Reduced theft occurrences in customer’s homes by 65% by guaranteeing home security, awareness, and control products as part of a team revolutionizing customers’ interaction with their homes.
INCIDENT MANAGEMENT
DHS/FEMA HYATTSVILLE, MD 2017 – 2018
•Minimized business disruption to the client by forming, leading, and driving ad-hoc Technical recovery teams and efficiently identifying incident causes and determining the right course of actions leading to incident closure.
•Increased department efficiency by limiting downtime resulting from application failures and costly time spent with IT support.
•Processed 100+ applicant cases, re-certifications, audits, recoups, and lodging reimbursement from disaster assistance applicants while adhering to published internal processes, procedures, and case excellence guidelines at all times.
•Maintained 100% SLA by determining applicant needs with urgency and efficiency and providing instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies such as Housing Assistance and Other Needs Assistance Grant to applicants.
•Improved overall productivity by 30% while serving as the primary liaison for persons inquiring about disaster assistance, conducting telephone and in-person interviews with disaster survivors affected by a declared disaster.
•Streamlined response time for future reoccurrences of issues by coordinating essential administrative duties entailing distributing communication, collecting forms or paperwork, and creating/tracking official correspondence and memorandums as requested.
•Managed staff and guaranteed that all milestones were achieved within the agreed timeframes, thus generating $1M+ in revenue and fee income within a month.
DEPARTMENT OF JUSTICE CONTRACTOR
ISSI, INC. Washington, D.C 2015 - 2017
•Reviewed incoming correspondence to identify processing needs and legal accuracy according to appropriate statutes, while remaining current on the requirements of the applicable laws.
•Analyzed civil division cases system in the Department of Justice to determine the scope of investigation required, potential issues regarding investigative clarification, and prepared instructional guidance to two background investigation coordinators.
•Prepared responses for FOIA requests to fulfill process requirements and reduced backlog by 58%.
•Guaranteed 90%+ productivity and quality in service delivery, 100% confidentiality and security of mail, and record of completed work.
•Developed a strategic marketing campaign targeting accountants, attorneys, and medical professionals, resulting in the generation of 150+ referrals.
•Guided managers and employees regarding administrative policies and regulations, including human resources, leave, procurement, property control, and training to guarantee 100% efficiency.
•Established a solid reputation for resolving complex issues and providing exceptional customer service resulting in customer satisfaction and maintenance of the agency's operating standards.
O P E R A T I O N S O F F I C E R / A S S I S T A N T M A N A G E R PENTAGON FEDERAL CREDIT UNION ARLINGTON, VA 2012 – 2016
•Generated sales that increased the branch total by 40% in 2012-2013, leading to commendations from leadership.
•Supervised 10+ employees enabling them to improve skills as well as increase the effectiveness and efficiency of operational systems and processes/policies resulting in the consistent achievement of Pentagon Federal's management mission.
•Devised sales strategies targeted at increasing first-quarter sales in 2015, which resulted in a 67.5% rise in branch sales.
•Increased sales volume by 45% by counseling high net-worth individuals and corporate clients regarding investment opportunities, risk analysis, and monetary returns as well as borrowing needs.
•Developed and implemented performance development and training initiatives to optimize staff performance and resulted in continuous surpassing of sales quotas.
•Managed a team of 15 service agents and tellers, including the facilitation of training and development, hiring, and promotions, resulting in a team with an overall performance rating of 95%.
•Created audits that were used by staff and other peers across the department and geographical lines to review transactions and helped reduced processing time by 10%.
•Analyzed financial statements and pertinent information to determine the creditworthiness of prospective and established members.
•Created the annual budget and monitored cash flow for program budgets and monitored employee performance to improve efficiency and accountability.
OPERATIONS OFFICER -BRANCH SERVICE REPRESENTATIVE
PENFED ARLINGTON, VA 2007 – 2012
•Focused on providing 90%+ customer service quality while managing customer accounts, processing loans, setting up new accounts, responding to member inquiries, complaints, loan questions and payment extension/service requests, and improved operational effectiveness.
•Facilitated all client retention functions related to loans, including complex escalation resolutions and customizing preventive solutions, resulting in a 35% decrease in repeat inquiries and a 93% resolution rate.
•Met monthly sales goals for 2 out of 4 quarters for the year 2015.
•Helped the company attain 100% marks in all categories, including communication skills, listening skills, problem resolution, and politeness, as determined by external auditors.
•Commended for the initiative, enthusiasm, tenacity, persuasiveness, intense customer focus, and dependability.
EDUCATION
CERTIFICATION IN PARALEGAL STUDIES
George Mason University 2018
BACHELOR OF SCIENCE IN MASS COMMUNICATIONS MAJOR IN MEDIA MANAGEMENT
Bowie State University 2006
SKILLS
•Duplicate Elimination Process Mapping
•Bilingual (English, Spanish)
•Process Improvement
•Procedure Documentation
•Quality Auditing/Quality Control
•HR Information Systems
•Training Facilitation
•Compliance
•Corrective Action Plans
•Systems Implementation
•Analysis
•Standard Operating Procedure Creation
•Requirements Documentation
•Leave of Absences
•Key Performance Indicators
•People Management
•Multiple Calendar Management
•Procedure Creation
•Conditional Formatting
•CIMS
•PeopleSoft
•Leadership
•Agile PM Methodology
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